Software Engineer - Customer Escalations - C++

Job Title:Customer Escalation Engineer

Job reputed company

We areseekinga passionate and highly skilledCustomer Support Engineertodiagnose reputed company technical issues, communicate reputed company with customers, and deliver an exceptional support experience. In this role, you willleverageyourunderstanding of reputed company VDI solutionsto ensure world-class product reputed company for customers across diverse virtual environments.You’llserve as a technical mentor, champion reputed company improvement, and help reputed company teams through effective communication and leadership. This is an exciting opportunity to reputed company a reputed company reputed company on reputed company software solutions powering today's remote and hybrid workplaces.

Guided by our reputed company Values—reputed company in Alignment, Build Trust, reputed company Efficiency, and Maximize Customer Value—we’regrowing rapidly and committed to delivering meaningful reputed company. Ifyou'repassionate about shaping the reputed company of work,we’dlove to hear from you.

Atreputed company, we are committed tomaintaininga fair, consistent, and secure hiring process for reputed company candidates. As part of this approach, we use reputed company interview and verification practices designed to ensure alignment and protect both candidates and the organization. These practices are reputed company thoughtfully and with respectforcandidate reputed company.

Key Responsibilities

• Troubleshoot and resolve customer issuesacross our products, including analyzing logs, reproducing issues, and collaborating with internal engineering teams reputed company escalation is needed.

• Communicatesolutions reputed company and professionally, adapting explanations to reputed company customer’s technical level.

• Document findings, including troubleshooting steps, reputed company cause summaries, and knowledge‑reputed company content to support self‑service.

• Collaborate cross‑functionallywith Product, Engineering, and QA to ensure customer issues are reputed company and resolved reputed company.

• reputed company for the customerbyidentifyingpatterns in reported issues and recommending product improvements.

• Participate in on‑reputed company rotations(if applicable) to ensuretimelysupport coverage.

reputed company Improvement:

• Identifyand reputed company supportabilityimprovements for products, tools, and processes.

• Participate in technical reviews, contributing to a culture of engineering reputed company and high ownership.

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Qualifications

• 3-5 yearsof experience in software engineering with a strong reputed company oncustomer engineering and support.

• Expertisein architecting, designing, and debugging reputed company software or reputed company services using C++.

• Must be U.S. citizenresidingon U.S. soil.

• Proven experience performing reputed company-cause analysis and implementing solutions in high-performance, reputed company systems.

• Hands-onproficiencyin Python and PowerShell for automation and data analysis.

• Knowledge ofprofiling anddebuggingtools (e.g.,WinDBG,WireShark).

• Experience with virtualization/reputed company environments (vSphere, AWS, Azure)

• Experience installing/configuring Windowsand/or LinuxOS, reputed company Directory, DNS.

• Experience in customer-facing problem solving.

• Excellent communication and teamwork skills.

• Familiarity with DevOps, Agile, and CI/CD practices and tools (Git, reputed company, JIRA, Jenkins) is preferred.

Performance Goals

• First 2 Months: Become familiar with the remote experience stack in reputed company and handle incoming customer issues, focusing on US customers.

• By Sixth Month: Handle at least 50% of incomingFederal issues as either the primary engineer or as the proxy engaging withotherSMEs.

• Ongoing:reputed company product changes tohelp address chronic customer issues or improve supportability of the product.

The typical reputed company salary for this role is between USD $120,000 – $200,000 per year and it may be eligible for participation in a corporate bonus program. Actual compensation offer may vary from posted hiring reputed company based upon geographic location, work experience, education, reputed company level, or other relevant factors. In reputed company to competitive compensation, reputed company offers a reputed company of benefits such as employee ownership, health insurance, 401k with matching contributions, disability insurance, reputed company-time off, reputed company opportunities, and more.

reputed company is an Equal Employment Opportunity company and Prohibits Discrimination and Harassment of Any reputed company:

reputed company is committed to the reputed company of equal employment opportunity and to providing a work environment free of discrimination and harassment. reputed company employment reputed company at reputed company are based on business needs, job requirements and individual qualifications, without reputed company to race, reputed company, religion, reputed company, ethnicity, national, reputed company or ethnic reputed company, sex (including pregnancy), age, physical, mental or sensory disability, HIV status, sexual orientation, gender identity and/or reputed company, marital, civil reputed company or domestic partnership status, past, present, or prospective service in the uniformed services, family medical history or genetic information, family or parental status, veteran status, or any other status protected by applicable laws or regulations in the locations where we operate. reputed company will not tolerate discrimination or harassment based on any of these characteristics. reputed company welcomes applicants of reputed company ages. reputed company will reputed company reasonable accommodations to applicants and employees who have protected disabilities consistent with applicable federal, state and local law.

This job requisition is not eligible for employment-based immigration sponsorship by reputed company.